Service Coordinator

Wage range: $20–30 wage range (based on experience and skills)

Job Summary:

This position serves as the central hub between customers, service technicians and sales. The primary goal is to manage the post-sale life cycle, ensuring that service requests, warranty claims and repairs are completed efficiently to maintain high customer satisfaction.

Job Tasks and Responsibilities:

• Lead by example and adhere to all Company safety, attendance and behavioral policies and expectations.
• Positively promote the Company regarding collaboration and teamwork, accountability, quality, with taking responsibility and pride in developing skills, time management and satisfied customers.
• Be fit for work including physically, emotionally and mentally.
• Work safe, enforce and follow the OHSA regulations and manufacturers handling and installation instructions.
• Scheduling and Dispatching:
  Manage the daily calendars for service technicians, including routing for maximum efficiency and coordinating appointment times with customers (homeowners or building contractors).
• Communicate with customers, as the primary point of contact for customer service inquiries via phone or email, resolving complaints and providing status updates on pending repairs.
• Manage and order parts, identifying necessary replacement parts (glass, hardware,screens) and placing orders with vendors or pulling from internal stock.
• Review completed work orders for accuracy, updating CRM or ERP systems, and ensuring all service paperwork is submitted for billing.
• Submit and track all warranty claims with manufacturers to ensure the Company and customer are appropriately covered according to the terms and timelines.
• Organize and coordinate required equipment like scaffolding or specialized tools for complex on-site service calls.
• Accurately calculate and provide service-related pricing quotes to clients and salesteam.
• Perform other duties as assigned.

Skills, Qualifications and Expectations:

• One to three years experience in a coordination, dispatch or customer service role within the construction or home improvement industry.
• Career focused with a growth and forward-thinking mindset.
• Familiarity with window and door products, including basic understanding of mechanical components (hinges, seals, locking mechanisms).
• Digital fluency and experience with scheduling software, CRM systems (like Zoho), and Microsoft Office (specifically Excel for tracking).
• Excellent organizational skills and able to multi-task in a high-pressure environment while maintaining professionalism, and strict attention to detail.
• Ability to triage service issues and determine the best course of action (e.g., simple repair vs full replacement).
• Excellent organizational, prioritization, and time-management skills to meet demands of the job, and completion timelines.
• Accountable, attention to detail and commitment to quality control.
• Able to communicate clearly, professionally, and respectfully with all team members, supervisors, management and customers.
• Good understanding of installation tools, concepts, loading and off-loading delivery requirements
• Safety training, including on equipment such as forklift certification, is an asset for occasional coverage and team support.
• Familiar and understanding of the OHSA regarding construction regulations.